Care Operations Director, New Venture

Mindoula is a next-generation population health management company that identifies, engages, and serves populations with complex behavioral health, medical, and social challenges across the continuum of care. By using technology to “scale the human connection,” Mindoula helps health plans, health systems, hospitals, and provider groups extend their reach and achieve value-based service delivery goals.

Mindoula is incubating a new program designed to address the needs of our partner’s members and we are looking for an entrepreneurial care operations manager to take it from zero to one.

As the Care Operations Director, you will have a unique opportunity to lead the operational design and execution of this innovative program. Initially, you will shadow and support an experienced Program Director within Mindoula’s Specialty Population Health Management (SPHM) business to build a deep understanding of our operations. Concurrently, you will partner closely with the VP, New Initiatives to:

• Refine operational workflows, dashboards, and reporting frameworks.
• Coordinate with cross-functional stakeholders, including clinical, technology, and data teams, to align program enhancements.
• Oversee the pilot implementation of the new business with a health plan partner, iterating and refining the program based on lessons learned.

This role demands a balance of strategic vision, operational execution, and cross-functional leadership as you take the program from concept to pilot to scale.

Essential Duties and Responsibilities:

Program Design & Pilot Oversight:

• Lead the operational implementation of the pilot with a partner health plan, iterating based on real-time insights and feedback; scaling and expanding across markets based on pilot success.
• Partner with clinical leadership to develop scalable, multi-disciplinary workflows and operational processes for member engagement, care delivery, and outcome tracking.
• Ensure cross-functional alignment by coordinating with technology, clinical, and data leadership to integrate enhancements into workflows and platforms.
• Leverage knowledge of value-based care models and managed care organizations (MCOs) to optimize contractual performance metrics (SLAs, KPIs).

Team Collaboration & Training:

• Shadow and support an SPHM Program Director part-time to understand Mindoula’s core operational framework and best practices.
• Build and refine team onboarding and training processes to ensure alignment with program goals and Mindoula standards.
• Hire and train new sub-clinical team members and partner with your dyad partner – New Program Clinical Leader – in interviewing and onboarding new clinical team members.

Operational Workflow Development:

• Develop and optimize dashboards and reporting tools to track key performance indicators (KPIs), member outcomes, and operational efficiency.
• Establish standardized protocols for communication, reporting, and escalation to ensure seamless care coordination across the multidisciplinary team.
• Utilize data insights to drive continuous program improvements and decision-making.

Leadership & Cross-Functional Coordination:

• Serve as the primary operational liaison between the new venture and internal/external stakeholders, ensuring alignment with contractual obligations and program objectives.
• Lead interdisciplinary teams, coordinating with clinical, technology, and data teams to drive program success.
• Apply experience in scaling healthcare programs to develop a roadmap for the new venture’s expansion.

Program Scaling & Expansion:

• Partner with the VP, New Initiatives to define and execute a roadmap for scaling the new venture, ensuring scalability and sustainability across markets.
• Document lessons learned from the pilot phase to inform future program expansions and enhancements.
• Apply experience launching or scaling healthcare programs, including iterative refinement and cross-market adaptations.

Education & Work Experience:

• Master’s degree with 7+ years of leadership experience in a fast-paced, ambiguous environment. Case management experience required.
• Minimum of 10 years of experience in healthcare operations, with at least 2 years in behavioral health, population health management, and or case management.
• Proven experience designing and implementing operational workflows, dashboards, and reporting systems.
• Experience working with managed care organizations (MCOs) and a strong understanding of value-based care models, including performance-based metrics (SLAs, KPIs).
• Proven experience in delivering and managing case management services for a population living with SMI / SPMI.
• Demonstrated ability to manage cross-functional teams, coordinate with senior leadership, and deliver on KPIs.
• Experience launching or scaling new programs in healthcare, including pilot oversight and iterative refinement.

Skills Required:

• Strong organizational and project management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Robust experience managing cross-functional teams and developing strong team culture.
• Proficiency in healthcare technology systems, including care management platforms, dashboards, and reporting tools.
• Exceptional communication and collaboration skills, with the ability to build strong relationships across diverse teams.
• Data-driven mindset with experience using analytics to inform decision-making and program improvements.
• Ability to think strategically and execute operationally, balancing long-term goals with day-to-day priorities.